1. Vocational Rehabilitation (DVR) Recruitment. Results. Retention. Customer Service Professional Training A Demand Driven Model 4-2-15

2. Short Term, High Impact Customized Training Model Collaborating Partners WI Division of Vocational Rehabilitation Forward Service Corporation Northeast Wisconsin Technical College United Health Group Schneider National Trucking WEST Corporation

3. Research and Development Will this serve the targeted population? Is there a present and ongoing pool of candidates? Internal stakeholders support and interest? Is the program feasible and sustainable? Identify current and projected future occupational demands locally and regionally Wages, Benefits, Full-Time, Part-Time Opportunities, Career Pathways, Jobs available upon graduation Short-term, High impact with immediate employment/career opportunities upon graduation Are comparable programs already developed? What, when, where, how, success, challenges, outcomes No sense in re-inventing the wheel

4. Research and Development Secure Committed Vested Partners Division of Vocational Rehabilitation United Health Group Northeast Wisconsin Technical College NWTC - Corporate Training and Economic Development Department Forward Services Corporation Wisconsin Fast Forward Grant

5. Program and Curriculum Development Curriculum Development w/ Business Partner Define Intention / Target Outcomes Training Content Length of Training Participant Minimum Acceptance Requirements Classroom Cultural Environment Participant Behavioral Standards Performance Measures and Standards Processes and Procedures Key Points of Contact and Decision Makers Supports During and After Completion of the Training Continued Circle of Support

6. OUTCOMES Two Training Sessions Completed 2014 6 Weeks/6 Hours Per Day Maximum Class Size 20 Students-10 DVR, 10 Forward Service Corporation Curriculum focused on personal development, life skills, daily expectations that of the work environment, technical skills, resume development, interview skills, introduction and knowledge of the employer partners and what it’s like to work in a “Call Center”/“Customer Service” environment. Employment Outcomes 38 Participants 34 Graduates 26 Secured Customer Service related jobs 77% Graduate Placement Rate

7. Present and Future Program Expectations “JOB READY” Graduates customized to employer needs Targeted population with special needs and challenges. There are no guaranteed jobs at the end of the training. Train/place model to provide graduates a competitive edge. Expand the program and attract two or more additional, KEY employer partners, providing a greater number of job and career choices for participants. Create a training model that is portable, replicable and can be adapted to other industry sectors and careers. Build awareness of the value of this alternative recruiting resource and awareness of “Business Solutions” workforce system can provide employers.

8. What’s Next? 2 Training Sessions 2015 Green Bay First Session April 20-May 29 2 New Employer Partners Schneider National Trucking WEST Corporation Training Program Implementation in the Wausau Market 2 Training Sessions 2015 Collaborating Partners DVR, Forward Service Corp., Northwestern WI Technical College, United Health Group, WEST Corporation Working with NEW NORTH Insurance Consortium exploring use of this training model to address Administrative and Customer Service Careers within the insurance industry

9. Thank You!